Air Navigation Customer Service
One of the main values identified in the Air Navigation Headquarters management system is the focus on the customer; this requires us to think about the needs of our customers and include them in our processes so as to involve the whole organisation. The ANH strives to understand the requirements of airlines, pilots and associations and manage them effectively so that we can anticipate their needs.
We create opportunities to listen to our customers through the following channels:
- Perceived quality level:The perceived quality survey which we carry out every two years lets customers rate their perception of the service compared to their expectations of it. The survey is aimed at airlines, airports, pilots and general aviation and is the real driver of ongoing improvement for the organisation as its results are used to establish specific plans for action.
- Annual Air Navigation Customer Cooperation Forum: This is an annual meeting with associations, airlines and general aviation where we can share information of mutual interest related to providing air navigation services.
- Online Customer Services Office (OVACNA): Via email: email@example.com we provide an easy-access channel for queries, suggestions, complaints and claims. We forward them to the appropriate department in Air Navigation Headquarters and provide a quick response within the period required by law (20 days).
- eGovernment: In compliance with Law 11/2007, of 22 June, on online access by the public to public services, Aena's Air Navigation Headquarters has created the eGovernment website. This enables any public law procedure (including complaints and claims) to be handled online, using a digital certificate.
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